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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q65-Q70):

NEW QUESTION # 65
Agents and managers cannot create knowledge articles from Community questions.

• A. True
• B. False

Answer: B Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION # 66
If only one user reports a content for moderation, the content will be hidden.

• A. True
• B. False

Answer: B
NEW QUESTION # 67
Which of the following are channels? (Choose two.)

• A. Contacts
• B. Web
• C. Chat
• D. Article

Answer: B,C
NEW QUESTION # 68
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

• A. To facilitate the requirement gathering during the workshops
• B. To expand the technical reach
• C. To complete any complex customizations early enough
• D. To realize near-term ROI (Return on Investment)

Answer: D
NEW QUESTION # 69
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

• A. Agent Assist
• B. Contextual Search
• C. Dynamic Related Records
• D. Record Information

Answer: C
NEW QUESTION # 70
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